TCNA: Destination Assist Continuing Education

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Welcome to the Destination Assist Continuing Education Course! Please interact with the elements on each slide to log your participation and complete the review quiz in WSU when you are finished.

Destination Assist

Toyota Connected Continuing Education

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Destination Assist provides our customers with 24-hour access to a live agent (that's us!) who can help provide directions directly to the Cloud Navigation system for Addresses or Points of Interest.

Destination Assist

If there are no active trial or paid services on the account, tap "Add Services" to subscribe. Then tap Drive Connect and Continue. Next tap Continue to Purchase, review the Data Consents, and add a payment method to complete the purchase.

If the vehicle doesn't come with an included Drive Connect trial, the customer may pay for Drive Connect by going into the SUBARU SOLTERRA CONNECT app under My Garage>Manager Subscriptions.

This can be activated when completing enrollment through the SUBARU SOLTERRA CONNECT app.

Destination Assist Trial or Paid Subscription

Subaru-Destination Assist

Destination Assist requires a trial or paid subscription to Drive Connect.

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Fuel Stations

Restaurants and Hotels

Addresses

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Destinations

Destinations a Response Specialist can help customers find:

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Subaru-Destination Assist

Engaging Destination Assist

Customers can engage Destination Assist through the active navigation screen by selecting the menu on the bottom of the screen and then selecting "Call Destination Assist."

Once Destination Assist has been engaged, the customer can ask the Response Specialist for the POI they desire.

The customer could also engage Destination Assist by using voice command. Click the button on the left to see the steps for using voice command for DA.

Otherwise, the customer can request the Intelligent Assistant to trigger a call to Destination Assist.

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Always take the time to enthusiastically educate our customers over products and features if they do not have a clear understanding or have questions.

It is our job to help educate them over the Drive Connect product features and all that is included within this product. These features are: Cloud Navigation, Destination Assist, and Intelligent Assistant.

Subaru Solterra customers may want to know high-level information, also known as "Product Information" or "General Information" about Drive Connect.

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DA Reminders

Please keep the following call outs in mind as you handle Subaru DA call types:

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Call received from SOS Button. Click the button to the left to see the steps to follow for this scenario.

The customer wants "Troubleshooting" information for Digital Key-->Use the CTS Tool-->Select Model-->Select Subaru Solterra-->Select Year=2023 to provide the support requested.

Use service specific greeting: "Hi my name is___. How may I assist you?"

Subaru Drive Connect

Educating Customers on Drive Connect Procedure

If an RS receives a customer call relating to General Information over Drive Connect and it's features, the RS should follow the steps below.

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Educating Customers on Drive Connect Procedure

RS will give the standard closing and end the call. Then complete notes and disposition. To see the Primary, Forced Secondary, and Forced Tertiary Disposition for this call type, click the button on the left.

Confirm that no futher assistance is needed.

Give an overview of the other services offered, if desired by caller.

Subaru-Drive Connect

If an RS receives a customer call relating to General Information over Drive Connect and it's features, the RS should follow the steps below.

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Subaru Destination Assist Recap

TCNA: Subaru Destination Assist

Nice work! You have completed the TCNA: Subaru Destination Assist Continuing Education Course

To log your completion, you will need to complete two more steps: 1. Click on the button to the right and answer the confirmation question. 2. Complete the quiz in WSU with a passing score of 90% or above.

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Disposition

Primary, Forced Secondary, and Forced Tertiary for Subaru Drive Connect.

Voice Command Steps for Engaging DA:

• Press the Push-To-Talk button on the steering wheel.
• After the customer hears the beep, they can say "Call Destination Assist."
• The customer can then confirm their selection by saying "Yes."

• If calling from the vehicle (SOS button press, non-emergency, “enrollment” option), an SOS Enrollment/Subscription case pop will display with the vehicle information. Validate the caller by confirming the vehicle make, model, and year match the first and last name, phone number, and email on the account.

• If the customer wants assistance with enrollment, refer them to the SUBARU SOLTERRA CONNECT™ app and disposition the case as “Mobile App Enrollment” or “Unable to Enroll” if the customer has complaints/issues that cannot be resolved for enrollment.
• If the customer wants troubleshooting guidance, assist the customer per these procedural steps and disposition the Subscription case as “Service Technical Issues” when complete with the call. If troubleshooting does not resolve the issue, escalate the case to the Back Office using the SUB – Digital Key disposition. Leave the case open.

• Look at the vehicle and subscription information. If the caller is the Primary Subscriber, offer troubleshooting support.

• If the caller is not the Primary Subscriber, ask the caller to have the Primary Subscriber contact us for troubleshooting support due to Digital Key’s sensitive information or access to the vehicle. Check if the situation is for “Change of Ownership”.
• Do not provide the caller any account information (like name, email, phone), even if the caller is the primary subscriber.

Call Received from SOS Button:

Call Received from Landline or Transfer From Affiliate Call Center:

CTS Tool and DA

An RS may be asked about what DA is and what it does. The RS should use the CTS Tool to reference the latest nformation or may provide the information in KB 1629 if the CTS Tool is not available.

Complete the confirmation question below to log your participation for this course.

Participation Log